Lithic - Senior Dispute Analyst
Requirements
• Deep, hands-on experience managing card disputes and chargebacks, with strong knowledge of consumer protection regulations and card network dispute rules across the chargeback and representment lifecycle. • A track record of owning discrete risk or operations programs end to end with limited guidance, including authoring the SOPs and defining the metrics that govern them. • Demonstrated judgment on complex disputes, edge cases, and pre-arbitration and arbitration scenarios. • Comfort building, testing, and tuning automation or AI-assisted workflows, or strong enthusiasm to own agentic tooling and translate it into operational capacity. • Strong analytical skills: able to synthesize operational and program performance data into trends, root cause analysis, and actionable insight. • Excellent communication with internal stakeholders, partner banks, and, where relevant, regulators, with the ability to frame requirements as enablers rather than blockers. • A bias toward ownership and iterative improvement, and the judgment to know which cases automation should close and which require a human • Experience at a fintech, card issuer, processor, or sponsor bank. • Familiarity with dispute and case management tooling and with SQL for dispute trend analysis. • Experience standing up or tuning agentic or LLM-based investigation workflows. • Experience managing a BPO or outsourced operations relationship.
Responsibilities
• Own the end-to-end disputes lifecycle: intake, investigation, chargeback processing, and dispute resolution. • Author, maintain, and continuously improve the dispute SOPs across every stage, ensuring content reflects current consumer protection regulations, network dispute rules, and operational realities. • Test, deploy, and tune agentic investigation solutions across the disputes workflow, including skill orchestration, arbitration automation, and automation tuning, to compress per-case handling time without sacrificing quality. • Document investigative context and develop the skills and prompts that allow agentic tooling to handle routine filing, statement generation, and representment volume. • Handle complex dispute scenarios, edge cases, and pre-arbitration and arbitration exceptions where outcomes depend on judgment and argumentation. • Develop and optimize representment strategies; analyze dispute trends to identify root causes and drive process improvements. • Define and report the KPIs and KRIs for the disputes program, and produce actionable insights by synthesizing operational trends and program performance data. • Serve as the interface to any business process outsourcing relationship • Partner with Product and Engineering to frame dispute requirements as enablers and to inform the roadmap for investigation tooling. • Mentor junior analysts and contribute to training on dispute handling, chargeback processing, and the investigation tooling.
Benefits
• This is a remote position. However, candidates must be located in the United States. We do not offer visa sponsorship or assistance. • 12-weeks fully paid parental leave • 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary) • Work From Anywhere: work from anywhere in the world 4-weeks each year • 3% cashback on card purchases with your complimentary Privacy.com employee account • Health, vision, and dental insurance; HSA Contribution Match • Voluntary Life Insurance and STD/LTD • NYC-based employees work from our SoHo office three days a week. Tuesdays and Thursdays are our core days, and you'll choose a third day that works for your schedule and team needs. • In-office employees receive: • Commuter benefit • Catered lunch every Tuesday and Thursday
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